ALBANY \u2014 The state Public Service Commission has hit five utility companies including National Grid and Liberty Utilities with millions of dollars in fines for failing to meet customer service standards they\u2019re held to by the state.<\/p>\n
Other than National Grid, power companies NYSEG, RG&E, Central Hudson and Liberty Utilities failed to meet minimum performance standards in 2025, and were penalized with \u201cnegative revenue adjustments\u201d that will be credited back to customers under subsequent pricing agreements struck between the companies and the PSC.<\/p>\n
For National Grid, $16.9 million in fines have been levied because the company failed its customer satisfaction surveys for residential, small and medium commercial and industrial customers, and failed to meet call answer rate targets.<\/p>\n
For residential customers, 72% reported they were satisfied with National Grid, while it\u2019s required to have an 82% satisfaction rating. Only 69.9% of small and medium commercial customers reported being satisfied, when the minimum allowed is 78%.<\/p>\n
The company failed to meet call answer rate targets, hitting the minimum only 58.1% of the time and leaving thousands of customers on hold for longer than the PSC allows for.<\/p>\n
The company also missed at least 883 scheduled customer appointments, resulting in more than $26,000 in customer credits.<\/p>\n
Liberty Utilities, which bought the St. Lawrence Gas company, is being fined $38,744 for failing to meet its customer satisfaction survey targets.<\/p>\n
\u201cUtilities provide services which are vital to public health, welfare, and New York\u2019s economy,\u201d said PSC Chair Rory M. Christian. \u201cBy approving incentives and enforcing consequences for utilities to meet customer service performance targets, the Commission ensures utilities uphold customer experience as a priority by design.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"ALBANY \u2014 The state Public Service Commission has hit five utility companies including National Grid and Liberty Utilities…\n","protected":false},"author":2,"featured_media":86703,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_share_on_mastodon":"0"},"categories":[21249],"tags":[2728,767,2580,18,25647,7652,7682],"class_list":["post-86702","post","type-post","status-publish","format-standard","has-post-thumbnail","category-national-grid","tag-front-page","tag-local","tag-national-grid","tag-news","tag-regional","tag-state","tag-top-stories"],"share_on_mastodon":{"url":"https:\/\/pubeurope.com\/@UnitedKingdom\/116953389644700852","error":""},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/posts\/86702","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/comments?post=86702"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/posts\/86702\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/media\/86703"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/media?parent=86702"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/categories?post=86702"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/britain\/wp-json\/wp\/v2\/tags?post=86702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}